2nd line Field Engineer

Smartdesc; Manchester; On-site; GBP 30,000 - 36,000; Full time

Job summary

Smartdesc recherche un ingénieur de terrain de 2e ligne pour fournir un support IT proactif à ses clients à Manchester. Le rôle comprend la résolution de problèmes techniques sur le terrain et à distance, le maintien d'une communication à haute qualité et la gestion des tickets de support. Les candidats doivent avoir des compétences techniques solides avec une expérience préalable dans le secteur des services IT. En tant que membre d'une entreprise dynamique, vous aurez l'opportunité de travailler avec des organisations à but non lucratif pour améliorer leur technologie.

Benefits

Professional Development Plans

Market-leading e-Learning access

Paid certifications

Qualifications

• Minimum de 2 ans d'expérience dans un rôle similaire.
• Connaissance approfondie d'Office 365, cloud et sur site.
• Compétences exceptionnelles en communication et service client.

Responsibilities

• Fournir un support technique en personne et à distance.
• Gérer et prioriser les tickets d'assistance selon les délais.
• Développer des relations de confiance avec les clients.

Skills

Troubleshooting

Customer Service

Communication

Problem Solving

Education

2+ years in a similar role

Tools

Office 365

Microsoft Azure

Ticketing Systems

Active Directory

Job description

3 days ago Be among the first 25 applicants

This range is provided by Smartdesc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

2nd line Field Engineer

Based: Client sites in Manchester

Type: Full-time

Salary: Up to £36k

Eligibility: You must be eligible to work in the UK

The 2nd Line engineer role is the front-line of Smartdesc. You will represent the business through daily face to face communication with clients. You will develop and build strong trusted relationships with our client base by providing excellent IT support through regular communication and customer service.

You will be responsible for onsite service desk support and field engineer services to our Manchester area based clients:

• Resolving onsite IT malfunctions
• Managed service desk support onsite & remotely
  
  

Smartdesc places a strong emphasis on being proactive as well providing a high-quality service - setting us apart from our competitors. To achieve this, you will work with your colleagues to help deliver IT improvements and recommendations throughout our clients.

The 2nd Line field engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated either through written or verbal updates.

The role will work closely with our IT Managers and Customer Experience Manager, as well as our Professional Services team who deliver projects and change, and our IT Security team, who focus on ensuring clients data and networks are secure.

The role is highly customer facing, engineers will have direct engagements with clients through onsite support, remote support, walk-ins, telephone and email. All issues and service requests are raised through a ticketing system and the engineer is responsible for managing and prioritizing their own tickets and workload, while also ensuring they are adhering to the SLA response and resolution deadlines.

Technical Skills:

The 2nd line field engineer must have strong technical skills with a good ability to fault find and problem solve under pressure, potentially on client sites.

• A minimum of two years' experience in a similar role
• Strong working knowledge of Office 365 both on premise and cloud
• Previous experience and knowledge of ticketing systems (Preferably ITIL Framework)
• Working knowledge of Microsoft Azure including Remote Desktop Services
• Working knowledge of Microsoft technologies - Server / Exchange / Active Directory
• Knowledge of security technologies and toolsets such as monitoring & Mcafee EPO
• Knowledge of networking infrastructure - LAN / WAN / DNS / Firewalls etc.
• Experience working as an onsite IT Field Engineer
  
  
  

Personal Skills:

• Exceptional communication is at the heart of this role. Client facing customer service skills, both inside and outside of the company, is essential to instil trust in clients
• ‘Can do' positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently.
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations
• Experience working for the Not For Profit sector an advantage
  
  
  

About Smartdesc

Smartdesc (part of the Academia Group) is an IT Service Provider and Microsoft Gold Partner whose focus is not-for-profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non-profits.

Our mission is to provide non-profits with the technology, tools, direction and support they need to fulfil their goals. Our vision is to empower the UK's nonprofit organisations to deliver their best work through enhanced technology solutions.

We provide IT services including IT strategy, cyber security, helpdesk support, project and programme management. You will be part of a dynamic and growing company; you will not be a small cog in the machine, but instead be able to spread your wings and work with some amazing nonprofit organisations who are engaged and want to improve their technology.

We have a strong focus on personal development and a "promote from within" culture. This means structured Professional Development Plans, access to market leading e-Learning and certifications, monthly protected learning time and paid-for certifications to support your development. Staff stay with us for years because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of freedom to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting-edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer-focused IT services; new team members are carefully picked to ensure they share our values.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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